Trust takes time when you bring a Support Worker into your life. Here’s how we can help you feel more confident from day one.
It’s important to have the right protections in place, that’s why we’ve partnered with Berkshire Hathaway Specialty Insurance. Cover includes: Public and Products Liability, Professional Indemnity (including Medical Malpractice) and Group Personal Accident (including journey insurance).
Before a worker is added to Mable, they must hold an ABN and have a current Police Check (and if relevant, a current Working With Children Check). In addition, we do reference checks , qualification checks for delivery of specific services and check AHPRA registrations for Nurses and Allied health professionals
Ratings and Reviews
Mable has a ratings feature that allows you to see how many stars workers receive, you can read what their past or present clients have to say about them too. Plus, you can have your say, sharing your views on workers and what they’ve done for you.
Not only can you find workers, you can do all your communicating with them on Mable, you can see your meeting times, any jobs you’re looking to get done, Worker Agreements, shift notes, timesheets, and a record of your billings and invoices. Communicating on Mable ensures that it’s securely there for you in one central location.
Whether you need help resolving an issue or you have a question, we’re here 9am–5pm, Monday to Friday (AEST). Be assured that client interactions, incidents and emergencies are all stored on Mable. We have the information at our fingertips, ready to assist how we can. Call the Australia-based Mable team on 1300 73 65 73
Common questions about Client safeguards
Your peace of mind is important to us. For the benefit of our community, Mable has arranged insurance through Berkshire Hathaway Specialty Insurance on behalf of all care workers who are booked through the Mable platform. The insurance policy covers Professional Indemnity, Public Liability and Group Personal Accident insurance. It covers all care workers when they provide care that is confirmed as delivered and paid for through the Mable platform – providing peace of mind for them and their clients.
We understand the importance of peace of mind when choosing a support worker, so we’ve put in place a sensible registration process for support workers using our platform.
All support workers on the Mable platform have provided a current police check, which includes a 100 point ID check. Nurses have their registration confirmed. We ensure they are registered, have one year of relevant experience. As well as being registered with Australian Health Practitioners Regulation Agency. Ensuring that their registration has been active for at least 12 months. Care workers offering personal care require certain qualifications, a copy of which must be uploaded. We also require reference checks. No care worker can go live on the platform until these things are complete. For further peace of mind, we’ve worked with a leading insurance broker, Gow Gates, and Insurer Berkshire Hathaway Specialty Insurance, to arrange insurances on behalf of care workers using the platform.
A reminder: Mable does not provide the care – the care or support worker you choose provides the care. Support workers can provide additional information to clients about themselves via their Mable profiles, and some of this information we do not independently verify. In exercising your choice of care worker, we recommend you review their original paper work and credentials the first time you meet, and provide ongoing supervision.
It is very important that the client verifies that the worker is a licenced driver (i.e. sights current drivers licence) and is driving a registered vehicle. (ask the worker for evidence of registration or check the licence plate number online to confirm the vehicle is registered.
All registered vehicles have Compulsory Third Party (“Green Slip”) insurance which insures against personal injury in the event of a motor vehicle accident.
We recommend that workers also take out comprehensive insurance, ticked for business use, to protect the worker in the event they damage their car or someone else’s care or property in the event of an accident.
Step one: You can message care workers on Mable by going onto their profile and selecting the ‘contact’ button.
Step two: When you click the ‘contact’ button, it will take you to a conversation page where you can talk about your needs, rates and availability with the care worker.
Step three: Once you have typed a message to the support worker, click the ‘send’ button. Once the care worker has replied, we recommend having a phone conversation or scheduling an interview before hiring them.
Step four: Once you have reached an agreement with the care worker, they will send you an offer for your approval (please note: you will not be able to accept an offer without providing Mable with your payment details). If you are happy with the offer from the care worker, you can click ‘accept’ – when you click ‘accept’ you have officially hired the support worker and a deposit will be taken from your credit card or other payment method. After accepting an offer, you will then be able to see the care worker’s contact details and they will be able to see yours. If you do not agree with the offer you can click ‘decline’, and this will send a message back to the care worker for them to amend the offer.
Worker reviews on Mable are important because they allow members of our community to set expectations and develop trust. Additionally, it’s a great way for independent workers to receive constructive feedback as to what they should keep doing or how they can improve their workstyle
The ratings and feedback system works as follows:
- Customers may leave a rating from 1 to 5. The star rating displayed at the top right on the support worker’s profile is the average of all ratings left by customers, with 5 being the best. The 3 most recent pieces of Feedback will also be included on the profile.
- In order for our rating system to be meaningful, we include ratings that are indicative of an average of all ratings that have been received.
- Feedback will only be automatically approved where a rating higher than 2 is provided and the Feedback Guidelines are met. Where a rating of 1 or 2 is given, Mable may, at its discretion, choose to investigate the circumstances leading to that rating.
- Mable reserves the right to remove a rating or feedback that it considers inappropriate or inaccurate for any reason.
- Customers can submit one review for their support worker at a time. If a second review is submitted, this will supersede the first one.